Take Your Contact Center to the Next Level

INTRODUCTION:

Today’s customers are more educated, more demanding and more discerning than ever. Are you doing everything you can to meet their needs and expectations?

Or are you at risk of losing prospects and clients alike—without even knowing it? If you’re not sure of the answer, it’s time to rethink your contact center.
First up: a complete assessment of the contact center itself. Today, yours should support a full range of channels, running the gamut from voice and live chat to automated self-service, social and, of course, mobile. Just as critical, those channels must be integrated with one another and with your back-end systems, including CRM and sales- and marketing-automation platforms; you might even want to integrate them into your ERP or supply-chain systems in order to best leverage customer data to improve product development, production and overall business processes. And every channel should feed all customer data into an analytics engine, so that you can analyze customer information as it comes in; identify trends, opportunities, and potential issues; develop personalized marketing and offers; and change your product roadmap, production plan and operations as needed.
Frost & Sullivan research shows that contact center managers are making technology investments that support this new way of thinking. In a survey of more than 300 contact center decision makers, new contact channels are far surpassing traditional ones when it comes to IT investment.
Our research shows that while email, live-agent voice and IVR are expected to see declining use in the coming years, web self-service, social, video and mobile apps are all expected to grow— in many cases by double digits. Still, a successful transformation requires not just new technology, but also a new approach to customer service: it must be direct, honest and immediately actionable.
The goal is to respond to your customers on any channel or device—on a PC, tablet or smartphone, via voice or text, or even in person—and deliver a consistent, contextual experience. An omnichannel contact center can make it easy for you to stay connected to your customers via digital channels, even when they are physically in your stores or other places of business.
Using geo-location, for instance, companies can text special offers or pop up product suggestions in real time on a customer’s mobile device, helping them locate what they are looking for and, perhaps, what they didn’t realize they needed.
This paper will discuss the pressing need to create consistent, exceptional customer experiences and outline the value of a contact center that supports a wide variety of channels integrated across the organization. We will look at why it’s so important to generate actionable data analytics and leverage back-office applications and employees to deliver truly personal interactions. And we will offer Frost & Sullivan’s research-driven recommendations for consistently delivering a customer journey that drives loyalty, improves customer and employee satisfaction, and increases sales and revenues. THE CURRENT STATE OF THE OMNICHANNEL CONTACT CENTER: DO YOU MEASURE UP? Frost & Sullivan research reveals that no trend has impacted the business environment more than mobility. In our latest survey of almost 2,000 IT decision makers from around the world, well over 90% of respondents report that at least some of their employees are using smart phones and tablets to meet the company’s goals for IT investment, including reducing costs, boosting creativity and innovation, and improving productivity.

These days, workers and consumers must be able to communicate with the companies they do business with anytime, from anywhere and on any device— be it a smart phone, a tablet, a PC, a piece of wearable tech, a landline phone or even an in-store kiosk or associate.

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